SecurePay Australia incident

SecurePay Transaction Degradation - Transaction Timeout

Critical Resolved View vendor source →

SecurePay Australia experienced a critical incident on July 19, 2024 affecting Payment Processing - API (XML API, Java API) and Payment Processing - Web (SecureFrame, DirectPost, SecureBill) and 1 more component, lasting 2d 18h. The incident has been resolved; the full update timeline is below.

Started
Jul 19, 2024, 06:07 AM UTC
Resolved
Jul 22, 2024, 12:24 AM UTC
Duration
2d 18h
Detected by Pingoru
Jul 19, 2024, 06:07 AM UTC

Affected components

Payment Processing - API (XML API, Java API)Payment Processing - Web (SecureFrame, DirectPost, SecureBill)Payment processing - IVRPayment processing - BatchMerchant PortalSecurePay Test EnvironmentPayment Processing - SecurePay API

Update timeline

  1. identified Jul 19, 2024, 05:04 AM UTC

    We have identified an issue resulting in transaction processing service degradation from 14:49. Some transactions may have failed with 510 timeout errors. If you have any questions, please contact our Customer Experience team on 1300 786 756 option 2.

  2. identified Jul 19, 2024, 05:25 AM UTC

    We've identified an issue from 14:49 currently impacting our environment and are taking steps to mitigate impact. Impacted merchants attempting transactions will experience a time out and fail. Our Technical Teams and resolver group are engaged and are working to remediate this issue. If you have any questions, please contact our Customer Experience team on 1300 786 756 option 2.

  3. identified Jul 19, 2024, 06:07 AM UTC

    UPDATE: We have confirmed this outage is related to on-going industry wide IT outages. Our vendor is investigating this issue with priority. We've identified an issue from 14:49 currently impacting our environment and are taking steps to mitigate impact. Impacted merchants attempting transactions will experience a time out and fail. Our Technical Teams and resolver group are engaged and are working to remediate this issue. If you have any questions, please contact our Customer Experience team on 1300 786 756 option 2.

  4. monitoring Jul 19, 2024, 01:11 PM UTC

    We have restored service to our services as of 23:01 this evening, and we're currently monitoring the platform. Due to this incident, Direct Entry Transaction processing has not occurred tonight. These transactions will be sent in the first exchange on Monday at 10AM. If you have any questions, please contact our Customer Experience team on 1300 786 756 option 2.

  5. resolved Jul 22, 2024, 12:24 AM UTC

    We can confirm SecurePay was affected by the CrowdStrike IT outage on Friday 19/07/2024. Between 14:49 and 23:01, all transaction processing was unavailable. Due to this outage, some cyclical processing jobs were also affected, resulting to a delay in Direct Entry processing. Our platform is operational with transactions processing as usual. If you have any questions, please contact our Customer Experience team on 1300 786 756 option 2, or via [email protected].